I have a tenant in the Philadelphia area who always calls on weekends whenever she needs something. This time it was a no heat call (second weekend in a row). Per each complaint I called the hvac company, with whom I contracted, within 8 hours for emergency service. Due to the number of customers with the same complaint coupled by staff shortages and the Thanksgiving holiday, they couldn't come out until Black Friday. The technician called me that evening to state the furnace was fixed. Early the next morning at 2:53am, I received another no heat distress call from the same tenant. Her radiators were cold. I again, called the hvac company within 4 hours to send another technician. 9am, the tenant called to say her radiators were hot and her heat was working. I told her that I wanted the technician to come out anyway. Problem was her radiators needed to be bled. (Another non-covered service) My tenant is furious with my service as a landlord and demands her next month rent be discounted which I already planned to do. My questions to you all are: how much should I discount her rent, is there a time frame in PA to respond to tenants' service calls especially on weekends, and can she sue me for being negligent? --108.16.xx.xxx

Not exactly sure I can make out how long she was without heat based on what you wrote, but it sounds like you responded promptly. Eight hours is longer than I’d like, but I can’t say it’s unreasonable. I would NOT discount the rent at all. Your job is to get it fixed, and you did. These things happen. Don’t go down the path of discounting rent, or you’ll be training her to find all sorts of complaints in order to get a discount. --173.49.xx.xx

I'll second what MAT (PA) said. Stuff happens. You get it taken care of in a timely manner. Sounds like you have done exactly that. I would keep a journal of times calls came in and times you responded. If you end up in court over this (highly unlikely) you can show a judge the action you took. Sometimes people have to wait a bit for service. Everyone knows this. No discount. --68.46.xx.xxx

Do not discount. So the radiators were hot the second call but before the tech came out?? Do not discount-do not offer it. You responded in a timely manner. Perhaps happy clause if the T doesn't like your response time? Do you think she is scamming you? Just saying that if this is the 2nd time she has done this on a weekend, she might be testing you? It is not that cold in PA right now, it could have waited. Not being a jerk but a realist. --73.230.xxx.xx

Unless it was multiple days, no discount. Your job is to get it fixed and you did. If she doesn’t like the speed in which it was fixed, which sounds reasonable, give her the happy clause and let her move. Does she really think she would get faster service with another landlord? --75.67.xxx.xxx

She called on a Saturday each time. The first Saturday she called at 1:24pm, I called the hvac company at 3:01pm. The second Saturday she called at 2:53am (I honestly didn't hear the phone. I was asleep) I then called the hvac company at 8:17am. On the first call, upon inquiry, she couldn't give me a specific time when the heat went out. Due to her admission, she runs both the heat and air conditioning due to her menopause...??..but if needed, I can show that I attempted to get her heat fixed in a timely manner. Just so happens the heating company didn't have anyone to send out immediately. --108.16.xx.xxx

Just don't, if you are a tenant, think it's my fault if someone else cuts off your utilities or that I will pay you. --75.7.xx.xx

I used to drive almost once a week to a tenant who locked themselves out or did something just as stupid. I now have lock boxes in every tenants garage with an extra key for their unit. --47.156.xx.xx

Automatic radiator bleeders can be installed on upper floor radiators. Copper finned radiators have a low water volume where air will quickly bring down heat. Consider installing a Spiro vent air and dirt separator on the output of the boiler where the system will be cleared of dirt and air as boiler runs where once a year empty the dirt separator. There are also may be problem if there is leak in the system where forced hot water must be closed loop where no fresh water is entered. If there is a leak then air will be in the system. For the cost next rent increase amortize the cost of the improvements into a rent increase where over 36 months it is paid for. Found by installing air and dirt separator on a closed loop heating system solved the problems of heat on the top floors once and for all where the automatic air bleeders on the top floors and air, dirt separator never bleed the radiator again. View some videos on You Tube about Spirovent air and dirt separators. Air and dirt causes many problems with a closed loop forced hot water system. --68.69.xxx.xxx

AM paying holiday pay plus off hours charges. It's frustrating that tenants don't know or care what we landlords go through to get them help. Going forward, I will work on incorporating a happiness clause eventhough she's month to month. I am curious, @Richard in MI, what alternate methods of heat and light do you provide? --108.16.xx.xxx

It's NOT my fault if the utility company or the govt turns off the utilities or anything else but equipment failure causes it (like trees down over power lines, cars hitting power poles, grid failure, and so on.) --75.7.xx.xx

For $5 or less, you can buy battery operated light switches -we've used in closets that don't have electricity - so we have a few of those that we place on our stairway when power goes out. Many of our tenants use battery operated candles during outages or the light from their cell phones. --75.11.xx.xx

A cast iron boiler is very relaible where if set up right there are very few problems. Automatic air vents along with a air and dirt separator then a lot of problems are eliminated. The most common problem with a cast iron gas boiler is the pilot light sensor fails which is a easy fix or glow bar fails. It would be expensive to install a second gas boiler which is not necessary. With tenants it has to idiot proof where having air separation solves many problems. One time at the apartment building a tenant complained about a heat where in February went up with a thermal camera then radiator was at 50 degrees Celsius where the room temperature would be 21 degrees Celsius or 70 F. The window was wide open where she wanted the heat turned up to compensate for the heat loss. Showed downstairs that one gas boiler was constantly running where there was electronic boiler controls and high efficiency gas boilers have a outdoor reset where the heating was designed to heat the building not outside where walk around the block then see if there any windows open. A high efficiency gas boiler runs at a lower output which keeps the temperature constant along with the electronic boiler control does not increase heat when a window is open. A heating system maintained has very few problems. --68.69.xxx.xxx

It was during a yearly maintenance appointment early this month where it was discovered the tenant's boiler had a faulty pressure gauge (which I authorized and paid to replace so it could be ordered) was reading low, however, both the furnace and radiators were still working before the technician left. The tenant's statement of running both the heat and air conditioner is what concerns me or is it a concern from an hvac perspective? --108.16.xx.xxx

For trouble tenants you can always use: we don't seem to be meeting your expectations so if you would care to terminate and move we understand. We address each maintenance issue immediately when notified. When we call a company we have to get in line with others-- they don't allow line jumpers. --108.239.xx.xx

No discount whether it is a holiday or anything like that, equipment was not at fault from what I am reading of the second visit - I would ask her to split the cost of that service call. A bldg retains enough latent heat to wait a day unless the windows are open on a day when there is a 60 degree differential. If you are not going to marry this person, let them go as soon as possible. --76.190.xxx.xxx

If you have a month to month lease maybe send a 30 day notice of eviction an move on. --107.116.xx.xx

But your call - while the rental market is generally very good, you may want to wait until spring is closer. --173.62.xxx.xxx

Did you say the heat came up before the tech got there the second time? Sounds like she got her AC mixed in there and figured it out herself. I lost my heat on Wednesday. Utility was hanging a new wire day before and I figure there was a surge and the weakest thing shut down and that was the thermostat. It was digital and the numbers were gone. No problem codes running on the heater either. It's a Burnham. So I went and bought the simplest thermostat with the metal coil inside and figured I would replace it myself. But then tried the folks who maintain my equipment and they could send a guy in 45 minutes so I took the appointment. Cost me $27 for the thermo and $238 for him. My hands are kind of shaky now and those screws and wires are small. I have installed a lot of thermos over the years but I am glad I called him. It's a dark hallway and a little bit high for me. It is a Honeywell but it took him a bit to get it done and he was a tall young guy. Plus my eyesight in the one eye isn't great. I have to get some of those lighted binocular glasses. I will warn you that the sun in it's current state, Solar Maximum, throws out some powerful energy and can overload wires. Google Carrington Event where it started fires in telegraph offices. It hasn't changed but our wiring and devices have. Spaceweather dot come will send you warnings if you sign up. --71.188.xx.xxx

--185.199.xxx.xxx

This tenant needs to be told that no discounts will be given when service is provided within 48 hours. Period. --149.76.xxx.xx

BRAD --73.103.xxx.xxx

--184.4.xx.xx

If you are having repeated trouble calls in the same field - with the same unit, it is about time you invest in the building. That might mean asking someone to move. The best time to get heat work done in before you need it. --24.101.xxx.xxx

I make sure there are space heaters available from my home or stored at the building. People can get sick from having their body temperature drop. --71.188.xx.xxx

Curious how long you've owned this property and didn't know about bleeding radiators. A few years ago I actually sold a building because I was having my own little hissy fit over this issue. --98.237.xxx.xx

Anyone have a simple explanation on if that makes sense and how? --75.11.xx.xx

Update: tenant called again asking for reduced rent because she had no heat. I informed her rent will not be reduced and tried to explain the herculean efforts that went in to getting a technician over on a holiday weekend. Tenant not happy but oh well. I have begun budgeting for renovations for when I terminate her lease. --174.240.xxx.xxx

Stick to it. To CYA,write down the dates she called, when you called HVAC, when they came out including when she said there was no heat and had it along with menopause. Not trying to be a jerk but if she said she runs both air and heat...Also include temps for those days, just as a record for you and put in her file. Clearly keep HVAC invoices and cause as well. She may have been testing you for a discount. Don't tell her you have all the records, just deny the discount. --73.230.xxx.xx

Depending if you have a correct sized expansion tank, you might not need to bleed the air out --24.101.xxx.xxx

a couple of space heaters are a sure way to throw a pan of water on their whining. leave them at the shack and have a clause in the lease that the costs to operate them is the tenants burden --75.80.xx.xx

Also, for God's sake DO NOt do as someone suggested and give the tenants propane powered heaters! They will either burn the place down or gas themselves to death with CO. Buy small electric powered ceramic heaters. They never get hot enough to burn anything. Several of these will keep a house comfortable. They often sell out at the first cold spell, so as a landlord you should buy them and have them on hand. No heat? Bring over 3 or 4 and now you don't have to call for emergency service and pay a premium. --73.141.xxx.xxx

If you discount rent here, then every time there is any inconvenience due to necessary repair of any type the tenant will expect a discount. "Oh, the hot water heater went and I had to go 2 days without hot water: DISCOUNT. "The kitchen sink trap broke and I had to keep a bucket under there to catch water for 4 days until the plumber came" DICSOUNT etc. --73.141.xxx.xxx